311 Contact Center Answering Services

Sarasota County is conducting a Request for Information (RFI) for a comprehensive 311 Contact Center Answering Services solution, targeting technological innovations that can reduce hold times and improve caller experiences. The procurement seeks a hybrid system combining automated software responses with live answering services, specifically covering peak hours (weekdays 8 am to 5 pm) and after-hours periods (weekdays 5 pm to 8 am, weekends, and holidays). Key deliverables include a self-service problem reporting portal accessible via smartphone, automatic issue escalation capabilities, integration with existing work order systems (Maximo, Cartegraph, and Archibus), and robust analytics tracking. The RFI requires vendors to submit comprehensive proposals through the OpenGov platform, limited to 30 pages, with a response deadline of August 5, 2025, at 2:30 pm. Vendors must be prepared for potential product demonstrations and should have the ability to provide 24-hour coverage, with call centers located outside Florida to ensure operational continuity during emergencies. The deadline for submitting questions is July 22, 2025, and all responses will be processed through the secure procurement portal.

The solicitation does not explicitly outline specific set-aside designations or restrictions for disadvantaged enterprises. However, the county indicates a preference for vendors who can participate in cooperative purchasing agreements such as Sourcewell, Omnia, or GSA. While no specific budget range is detailed, the RFI suggests the procurement is subject to available lawfully budgeted funds. The county emphasizes technology compatibility, requiring vendors to meet cybersecurity standards and provide seamless integration with existing municipal systems. Potential vendors must comply with employment eligibility verification requirements and adhere to the county's procurement policies. The RFI is explicitly noted as the first step in a potential two-step procurement process, with no guarantee of a formal solicitation or contract award. Vendors are advised that all submitted materials may become part of the public record and could be used in developing future solicitation documents.